Repository Universitas Pakuan

Detail Karya Ilmiah Dosen

Sufrin Hannan, Budi Suharjo, Kirbrandoko, Rita Nurmalina

Judul : Model of Relationship Marketing on Professional Services: Empirical Study on Independent Surveyor Services Industry in Indonesia

Abstrak :
The service industry currently protected by the government to impose restrictions on the activities of foreign independent surveyor services companies to operate in Indonesia, planned in 2015 the government will open the widest possible market for foreign surveyor companies to operate in Indonesia so the inspection service be open to foreigners. Based on the background mentioned above, this journal is the beginning of a study that aims to understand the main factors that determine customer loyalty in the B2B professional service industries independent surveyor in Indonesian coal. This study will analyze the effect of service quality, customer value, expectation, satisfaction, trust, sharing information, relationship bond and customer characteristic of customer loyalty in the customer service industry in Indonesia independent surveyor. Scope of service activities, are independent surveyor on inspection services activity and the quantity and quality of coal are traded between sellers and buyers for export purposes. Research conducted on independent surveyor service users in particular Coal mining company as producer, exporters, traders and buyers. This study categorized as quantitative research conducted by a review of the literature, the concept of empirical research and understanding of the research object. Work plans and research processes arranged systematically, starting from literature, industry-review, interviews and ends with the formulation of the research results. SEM analysis aims to test and statistical models in the form of causal models. SEM analysis is based on the analysis Confirmatory Factor Analysis (CFA), a method that combines the correlation analysis, regression analysis, path analysis and factor analysis.

Keywords: Relationship Marketing, Perceived Quality, Information Sharing, Trust, Switching Barriers, Relationship Bonds, Loyalty

Tahun : 2013 Media Publikasi : Jurnal Internasional

Kategori : Jurnal No/Vol/Tahun : 1 / 39 / 2013

ISSN/ISBN : 1450-2267

PTN/S : IPB University Program Studi : MANAJEMEN

Bibliography :
[1] Arndt, J. 1979. Toward a concept of domesticated and markets. Journal of Marketing, Vol. 43(4): 69-75.

[2] Bagdonieni, L. dan R. Jakstaite. 2009. Trust as Basis for Development of Relationships Between Professional Service Providers and Their Clients. Economics and Management: 2009, 14.

[3] Bardauskaite, I. 2011. Loyalty in Business-to-Business Service Context: Literature Review and a Proposed Framework. University of Twente, The Netherlands.

[4] Bauer, H., M. Grether dan M.Leach. 2002. Building Customer Relations over the internet. Industrial Marketing Management, Vol. 31, 155-163.

[5] Berry, L.L. 2002. Relationshp Marketing of Services-Perspectives from 1983 and 2000. Journal of Relationship Marketing Vol.1(1).

[6] Brito, C. 2011. Relationship Marketing: Old wine in a new bottle? Innovative Marketing Vol. 7, Issue 1.

[7] Buttle, F. 1996. Relationship Marketing: Theory and Practice. London: Paul Chapman

[8] Casalo, L.V., C. Flavian, dan M. Guinaliu. 2011. The Generation of Trust in the online services and product distribution: The case of Spanish E-commerce. Journal of Electronic Commerce Research, Vol. 12(3), 199-213.

[9] Christopher, M., Payne, A. and D. Ballantyne. 1991. Relationship Marketing. Butterworth einneman, Oxford.

[10] Doney, P.M. dan Cannon, J.P. 1997. An Examination of the nature of trust in buyer-seller relationship. Journal of Marketing, Vol.61(2):35-51.

[11] Filiantrault, P. dan Lapierre, P. 1997. Managing Business-to-Business Marketing Relationships in Consulting Engineering Firms. Industrial Marketing Management, Vol. 26(2): 213-222.

[12] Fiol, L.J.C., E. B. Alcaritz, M.A.M. Tena dan J.S. Garcia. 2009. Customer Loyalty in Industrial Clusters: Perceived Value and Satisfaction as Anticedents. Journal of Business-to-Business Marketing, Vol.16(3): 276-316.

[13] Ford, D. 1980. The Development of Buyer-Seller Relationships in Industrial Markets. European Journal of Marketing. Vol.14(5/6), 339-353.

[14] Fornel, C., M.D. Johnson, E.W. Anderson, Cha, Jaesung dan B.E. Bryant. 1996. The American Customer Satisfction Index: Nature, purpose, and findings. Journal of Marketing, Vol. 60(4): 7

[15] Friman, M., T. Gaerling, B. Millett, J. Mattsson, dan R. Johnston. 2002. An analysis on International Business-to-business relationships based on the commitment-trust theory. Industrial Marketing Management, Vol.31(5), 403-409.

[16] Ganesan, S. 1994. Determinants of Long-term Orientation in buyer-seller Relationships. Journal of Marketing. Vol. 58, 1-19.

[17] Garbarino, E dan Johnson, M.S. 1999. The Different roles of Satisfaction, Trust and Commitment in customer relationship”. Journal of Marketing , 53(2), 70-87.

[18] Gounaris, S.P. 2005. Trust and Commitment influance on Customer Retention: Insights from Business-to-Business Services. Journal of Business Research, Vol. 58(2): 126-140.

[19] Gronroos, C. 1994. From Marketing Mix to Relationship Marketing toward a paradigm shift in Marketing. Management Decision, Vol. 32(2): 4-20.

[20] Gummesson, E. 1996. Relationship Marketing and Imaginary Organisations: A Systhesis, European Journal of Marketing, Vol. 30(2), 31-44.

[21] Hakansson, H. dan Wootz, B. 1978. A Framework of Industrial Buying and Selling. Industrial Marketing Management, Vol. 8: 28-39.

[22] Halinen, A. 1997. Relationship Marketing in Professional Services: A Study of Agency Client Dynamics in the Advertising Sector, London: Routledge.

[23] Hartman, E. dan De Grahl. 2011. The Flexibility of Logistics Service Providera and Its Impact on Customer Loyalty: Empirical Study. Journal of Supply Chain Management, Vol. 47(3): 63-85.

[24] Huang, L.T., Leu, J.D. dan Farn, C.K. 2008. Factors Affecting Customer Loyalty to Application Services Providers in Different Levels of Relationships. ECIS, (pp.37-48). Galway.

[25] Indonesian Coal Mining Association, 2012. Indonesian Coal Industri Outlook 2012. APBIICMA. Jakarta.

[26] Indonesian Coal Mining Association, 2012. Indonesian Coal Book 2012/2013. Petromindo.com

[27] Jaakkola, E. dan Halinen, A. 2006. Problem Solving within Professional Services: evidence from medical field, International Journal of Service Industry Management, 5, 409-429.

[28] Karantinou, K.M. dan M.K. Hogg. 2001. Exploring Relationship Management in Professional Services: A Study of Management Consultancy. Journal of Marketing Management, Vol.17(3), 263-286.

[29] Kilpady, N. 2005. Relationship Marketing in Professional Services: A Case Study of Archetectural Practice. University of Nottingham.

[30] Lam, S.Y., Shankar, V., Eramilli, M.K. dan Murthy, B. 2004. Customer Value, Satisfaction, Loyalty and Switching Costs: An Illustration from a Business-to-Business Service Context. Journal of the Academy of Marketing Science, Vol. 32(3): 293-311.

[31] McDonald. M. dan Christopher. M. 2003. Marketing: A complete guide. Palgrave Macmillan, Basingstoke.

[32] Moorman, C.G., Zaltman, dan R. deshpande. 1992. Relationship between providers and users of market research: The dynamics of trust within and between organizations. Journal of Marketing Research, Vol.29(3):314-329.

[33] Morgan, R.M dan S.D. Hunt. 1994. The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing Vol. 58: 20-38.

[34] Palmatier, R.W., Dant, R.P., Grewal, D., dan K. R. Evans. 2006. Factors Influencing The Effectiveness of Relationship Marketing: A Meta-Analysis. Journal of Marketing, Vol. 70: 136-153.

[35] Payne, A. et al. 1995. Relationship Marketing for competitive advantage: wining and keeping customers. Oxford: Butterworth-Heinemann.

[36] Rauyruen, P., K.E. Miller dan N.J. Barrett. 2007. Relationship Quality as a Predictor of B2B Customer Loyalty. School of Marketing, University of Technology, Sydney.

[37] Reichheld, F.E. 2003. The One Number You Need to Grow. Harvard Business Review, 46-54.

[38] Selnes, F, 1998. “Antecedents and consequences of Trust and Satisfaction in Buyer-Seller Relationship”. European Journal of Marketing, Vol. 32 (3/4), 305-322.

[39] Shirshendu, G., E. Abdolreza, E. dan N.B. Nada. 2009. Relationship Marketing: A Critical Evaluation of Research Streams. Proceedings of ASBBS. Vol. 16 No.1

[40] Sohail, M.S. 2012. The Antecedents of Relationship Marketing and Customer Loyalty: A Conceptual Framework to Determine Outcomes. International Conference on Economics Business Innovation, IPEDR, Vol. 38. IACSIT Press, Singapore.

[41] Suharjo, B. 2007. Perbandingan metode pendugaan parameter dalam permodelan persamaan structural. Jurnal Matematika IPB.

[42] Wilson, D.T. 1995. “An Integrated Model of buyer-seller Relationship”. Journal of The Academy of Marketing Sciences, Vol. 23(4), 333-345.

[43] Yorke, D.A. (1990). Interactive Perceptions of Supliers and Corporate Clients in The Marketing of Professional Services: A Comparison of Accounting and Legal Services in Tke UK, Canada and Sweden. Journal of Marketing Management, Vol. 5(3), 307-323.

[44] Zeithaml, V.A. dan M.J. Bitner. 1996. Service Marketing, New York: The McGraw-Hill Companies, Inc.

[45] Zeithaml, V.A, Mary Jo, B., dan Dwayne, D.G. 2009. Services Marketing: Integrating Customer Focus Across the Firm. Mc. Graw Hill.

URL : http://www.europeanjournalofsocialsciences.com/issues/EJSS_39_1.html

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Detail Karya Ilmiah Dosen

Sufrin Hannan, Budi Suharjo, Kirbrandoko, Rita Nurmalina

Judul	:	Model of Relationship Marketing on Professional Services: Empirical Study on Independent Surveyor Services Industry in Indonesia
Abstrak	:	The service industry currently protected by the government to impose restrictions on the activities of foreign independent surveyor services companies to operate in Indonesia, planned in 2015 the government will open the widest possible market for foreign surveyor companies to operate in Indonesia so the inspection service be open to foreigners. Based on the background mentioned above, this journal is the beginning of a study that aims to understand the main factors that determine customer loyalty in the B2B professional service industries independent surveyor in Indonesian coal. This study will analyze the effect of service quality, customer value, expectation, satisfaction, trust, sharing information, relationship bond and customer characteristic of customer loyalty in the customer service industry in Indonesia independent surveyor. Scope of service activities, are independent surveyor on inspection services activity and the quantity and quality of coal are traded between sellers and buyers for export purposes. Research conducted on independent surveyor service users in particular Coal mining company as producer, exporters, traders and buyers. This study categorized as quantitative research conducted by a review of the literature, the concept of empirical research and understanding of the research object. Work plans and research processes arranged systematically, starting from literature, industry-review, interviews and ends with the formulation of the research results. SEM analysis aims to test and statistical models in the form of causal models. SEM analysis is based on the analysis Confirmatory Factor Analysis (CFA), a method that combines the correlation analysis, regression analysis, path analysis and factor analysis. Keywords: Relationship Marketing, Perceived Quality, Information Sharing, Trust, Switching Barriers, Relationship Bonds, Loyalty
Tahun	:	2013	Media Publikasi	:	Jurnal Internasional
Kategori	:	Jurnal	No/Vol/Tahun	:	1 / 39 / 2013
ISSN/ISBN	:	1450-2267
PTN/S	:	IPB University	Program Studi	:	MANAJEMEN
Bibliography	:	[1] Arndt, J. 1979. Toward a concept of domesticated and markets. Journal of Marketing, Vol. 43(4): 69-75. [2] Bagdonieni, L. dan R. Jakstaite. 2009. Trust as Basis for Development of Relationships Between Professional Service Providers and Their Clients. Economics and Management: 2009, 14. [3] Bardauskaite, I. 2011. Loyalty in Business-to-Business Service Context: Literature Review and a Proposed Framework. University of Twente, The Netherlands. [4] Bauer, H., M. Grether dan M.Leach. 2002. Building Customer Relations over the internet. Industrial Marketing Management, Vol. 31, 155-163. [5] Berry, L.L. 2002. Relationshp Marketing of Services-Perspectives from 1983 and 2000. Journal of Relationship Marketing Vol.1(1). [6] Brito, C. 2011. Relationship Marketing: Old wine in a new bottle? Innovative Marketing Vol. 7, Issue 1. [7] Buttle, F. 1996. Relationship Marketing: Theory and Practice. London: Paul Chapman [8] Casalo, L.V., C. Flavian, dan M. Guinaliu. 2011. The Generation of Trust in the online services and product distribution: The case of Spanish E-commerce. Journal of Electronic Commerce Research, Vol. 12(3), 199-213. [9] Christopher, M., Payne, A. and D. Ballantyne. 1991. Relationship Marketing. Butterworth einneman, Oxford. [10] Doney, P.M. dan Cannon, J.P. 1997. An Examination of the nature of trust in buyer-seller relationship. Journal of Marketing, Vol.61(2):35-51. [11] Filiantrault, P. dan Lapierre, P. 1997. Managing Business-to-Business Marketing Relationships in Consulting Engineering Firms. Industrial Marketing Management, Vol. 26(2): 213-222. [12] Fiol, L.J.C., E. B. Alcaritz, M.A.M. Tena dan J.S. Garcia. 2009. Customer Loyalty in Industrial Clusters: Perceived Value and Satisfaction as Anticedents. Journal of Business-to-Business Marketing, Vol.16(3): 276-316. [13] Ford, D. 1980. The Development of Buyer-Seller Relationships in Industrial Markets. European Journal of Marketing. Vol.14(5/6), 339-353. [14] Fornel, C., M.D. Johnson, E.W. Anderson, Cha, Jaesung dan B.E. Bryant. 1996. The American Customer Satisfction Index: Nature, purpose, and findings. Journal of Marketing, Vol. 60(4): 7 [15] Friman, M., T. Gaerling, B. Millett, J. Mattsson, dan R. Johnston. 2002. An analysis on International Business-to-business relationships based on the commitment-trust theory. Industrial Marketing Management, Vol.31(5), 403-409. [16] Ganesan, S. 1994. Determinants of Long-term Orientation in buyer-seller Relationships. Journal of Marketing. Vol. 58, 1-19. [17] Garbarino, E dan Johnson, M.S. 1999. The Different roles of Satisfaction, Trust and Commitment in customer relationship”. Journal of Marketing , 53(2), 70-87. [18] Gounaris, S.P. 2005. Trust and Commitment influance on Customer Retention: Insights from Business-to-Business Services. Journal of Business Research, Vol. 58(2): 126-140. [19] Gronroos, C. 1994. From Marketing Mix to Relationship Marketing toward a paradigm shift in Marketing. Management Decision, Vol. 32(2): 4-20. [20] Gummesson, E. 1996. Relationship Marketing and Imaginary Organisations: A Systhesis, European Journal of Marketing, Vol. 30(2), 31-44. [21] Hakansson, H. dan Wootz, B. 1978. A Framework of Industrial Buying and Selling. Industrial Marketing Management, Vol. 8: 28-39. [22] Halinen, A. 1997. Relationship Marketing in Professional Services: A Study of Agency Client Dynamics in the Advertising Sector, London: Routledge. [23] Hartman, E. dan De Grahl. 2011. The Flexibility of Logistics Service Providera and Its Impact on Customer Loyalty: Empirical Study. Journal of Supply Chain Management, Vol. 47(3): 63-85. [24] Huang, L.T., Leu, J.D. dan Farn, C.K. 2008. Factors Affecting Customer Loyalty to Application Services Providers in Different Levels of Relationships. ECIS, (pp.37-48). Galway. [25] Indonesian Coal Mining Association, 2012. Indonesian Coal Industri Outlook 2012. APBIICMA. Jakarta. [26] Indonesian Coal Mining Association, 2012. Indonesian Coal Book 2012/2013. Petromindo.com [27] Jaakkola, E. dan Halinen, A. 2006. Problem Solving within Professional Services: evidence from medical field, International Journal of Service Industry Management, 5, 409-429. [28] Karantinou, K.M. dan M.K. Hogg. 2001. Exploring Relationship Management in Professional Services: A Study of Management Consultancy. Journal of Marketing Management, Vol.17(3), 263-286. [29] Kilpady, N. 2005. Relationship Marketing in Professional Services: A Case Study of Archetectural Practice. University of Nottingham. [30] Lam, S.Y., Shankar, V., Eramilli, M.K. dan Murthy, B. 2004. Customer Value, Satisfaction, Loyalty and Switching Costs: An Illustration from a Business-to-Business Service Context. Journal of the Academy of Marketing Science, Vol. 32(3): 293-311. [31] McDonald. M. dan Christopher. M. 2003. Marketing: A complete guide. Palgrave Macmillan, Basingstoke. [32] Moorman, C.G., Zaltman, dan R. deshpande. 1992. Relationship between providers and users of market research: The dynamics of trust within and between organizations. Journal of Marketing Research, Vol.29(3):314-329. [33] Morgan, R.M dan S.D. Hunt. 1994. The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing Vol. 58: 20-38. [34] Palmatier, R.W., Dant, R.P., Grewal, D., dan K. R. Evans. 2006. Factors Influencing The Effectiveness of Relationship Marketing: A Meta-Analysis. Journal of Marketing, Vol. 70: 136-153. [35] Payne, A. et al. 1995. Relationship Marketing for competitive advantage: wining and keeping customers. Oxford: Butterworth-Heinemann. [36] Rauyruen, P., K.E. Miller dan N.J. Barrett. 2007. Relationship Quality as a Predictor of B2B Customer Loyalty. School of Marketing, University of Technology, Sydney. [37] Reichheld, F.E. 2003. The One Number You Need to Grow. Harvard Business Review, 46-54. [38] Selnes, F, 1998. “Antecedents and consequences of Trust and Satisfaction in Buyer-Seller Relationship”. European Journal of Marketing, Vol. 32 (3/4), 305-322. [39] Shirshendu, G., E. Abdolreza, E. dan N.B. Nada. 2009. Relationship Marketing: A Critical Evaluation of Research Streams. Proceedings of ASBBS. Vol. 16 No.1 [40] Sohail, M.S. 2012. The Antecedents of Relationship Marketing and Customer Loyalty: A Conceptual Framework to Determine Outcomes. International Conference on Economics Business Innovation, IPEDR, Vol. 38. IACSIT Press, Singapore. [41] Suharjo, B. 2007. Perbandingan metode pendugaan parameter dalam permodelan persamaan structural. Jurnal Matematika IPB. [42] Wilson, D.T. 1995. “An Integrated Model of buyer-seller Relationship”. Journal of The Academy of Marketing Sciences, Vol. 23(4), 333-345. [43] Yorke, D.A. (1990). Interactive Perceptions of Supliers and Corporate Clients in The Marketing of Professional Services: A Comparison of Accounting and Legal Services in Tke UK, Canada and Sweden. Journal of Marketing Management, Vol. 5(3), 307-323. [44] Zeithaml, V.A. dan M.J. Bitner. 1996. Service Marketing, New York: The McGraw-Hill Companies, Inc. [45] Zeithaml, V.A, Mary Jo, B., dan Dwayne, D.G. 2009. Services Marketing: Integrating Customer Focus Across the Firm. Mc. Graw Hill.
URL	:	http://www.europeanjournalofsocialsciences.com/issues/EJSS_39_1.html